Yale Dining Services recently released the results of a survey it conducted during the fall in which the department asked campus diners what was on their minds concerning their stomachs.

The study was designed to help Yale Dining Services determine how it could better serve its customers.

"Dining on campus is an integral part of the Yale experience and is an important factor in the quality of life here. For that reason, we aim to provide the best in food and services to our campus audience," says Duane Clark, director of Yale Dining Services. "By undertaking this market research, we have been able to clarify our strengths and weaknesses, and identify those areas which need improvement or enhancement."

The Yale Dining Services study consisted of two parts. Customer Satisfaction surveys were distributed over a two-day period in October at five retail and 14 residential dining locations. A total of 2,603 surveys were collected -- 396 from the retail facilities and 2,207 from the residential dining halls. In addition, focus group sessions were held in October and November with students at Yale College, the Graduate School, the School of Management and the Divinity School.

The questions on the surveys and the issues discussed in the focus groups concerned food quality (its taste, freshness and appearance), the variety of foods offered, customer service, communication, meal plans, menu, cleanliness and value (i.e., whether customers believed they were getting their money's worth).

The following are among some of the study's findings:

* While the ratings for individual dining facilities varied, the combined overall score for Yale Dining Services operations was slightly better than "good."

* Both retail and residential operations received high scores for staff responsiveness and friendliness.

* The menu was rated "fair" to "good" for healthy options and number of choices.

* Meal plans were rated close to "good" on average.

* Locations of dining facilities were ranked "very good."

(See box for more detailed survey results.)

In addition to focusing on Yale's dining facilities, the Customer Satisfaction survey also quizzed diners about how much coffee they drank on average weekly. This component of the survey is part of a national study of student coffee consumption being conducted by ARAMARK, the company that has been providing Yale dining halls with food service since September.

The Yale survey showed that coffee consumption in campus dining halls is low overall -- 2.24 cups of regular coffee per week on average; that graduate students and retail customers consume more coffee than do undergraduates (1.81 cups) in residential facilities; and that very little flavored, decaffeinated and espresso-based coffee is consumed (less than one cup per week of each kind in all locations).

"This low number may indicate that our customers are drinking their coffee elsewhere, or truly are not drinking our coffee for some reason -- such as flavor, variety or brand," says Clark. "This question requires further investigation."

The results of the Customer Satisfaction survey have been shared with the managers at each Yale dining location, and strategies for improving those areas in which facilities received lower scores are already being devised.

Through such initiatives as food production training, "Customer First" customer-service training, menu identifiers and other marketing plans and service enhancements, says Clark, "We will strive to improve our food and service for the future."

To judge how well it is doing in efforts to enhance campus eateries, Yale Dining Services will conduct a follow-up Customer Satisfaction survey on Wednesday, Feb. 10. For more information, visiting the Yale Dining Services website at www.yale.edu/dining.

And the survey said ...

In a survey it conducted during the fall, Yale Dining Services asked its customers to rate its menu and services on a scale of 1 to 5, where 1 = "poor"; 2 = "fair"; 3 = "good"; 4 = "very good"; and 5 = "excellent."

Of those who responded, 48.7 percent were male and 51.3 percent female; 87.1 percent lived on campus and 12.4 percent resided off campus; and 30 percent had a kitchen facility available to them.

Here are some of the aggregate results of the survey:

Overall Dining Services: 3.08

Taste of food: 2.83

Freshness: 2.83

Appearance: 2.96

Consistency of taste: 3.29

Prepared to my liking: 2.73

Healthy options: 2.91

Number of choices: 2.91

Staff responsiveness: 3.79

Staff friendliness: 3.96

Wait in line: 3.28

Seating availability: 3.68

Cleanliness of meal prep areas: 3.77

Cleanliness of service areas: 3.77

Cleanliness of eating areas: 3.59

Hours that suit my schedule: 3.18

I get my money's worth: 2.32

A meal plan that fits my needs: 2.60

A location that fits my needs: 4.01